Backup Service Delivery Manager

Backup Service Delivery Manager

Remote (quarterly travel)

£65,000 - £70,000

VIQU have partnered with a leading data protection provider specialising in managed backup, disaster recovery, and cyber recovery services.

They are seeking a Backup Service Delivery Manager to join their Service Operations Team. In this client-facing role, the manager will work with C-suite executives, lead QBRs and service reviews, and ensure services exceed SLAs and key metrics. The successful candidate will drive service improvements, collaborate with business teams, and identify upsell opportunities. Strong technical knowledge of backup environments, excellent customer relationship skills, and attention to detail in data analysis are key to success.

Key Responsibilities of the Backup Service Delivery Manager:

• Lead QBRs and service reviews, ensuring services exceed SLAs and key performance metrics.
• Act as an escalation point for high-priority incidents, driving swift resolution and service improvements.
• Identify upsell opportunities and collaborate with business teams to enhance service offerings.
• Review onboarding processes, customer roadmaps, and infrastructure changes to anticipate service impacts.
• Communicate vendor/product updates and highlight their benefits to customers.
• Utilise product portals to track metrics, analyse data, and explain configurations.
• Gather and review customer feedback (CSAT, Net Promoter) to drive continuous improvement.

Key Requirements of the Backup Service Delivery Manager:

• Strong technical knowledge of backup and DR technologies (Rubrik, Druva, Zerto, Commvault, NetBackup) and backup environment components.
• Experience explaining product functionality, configurations, licensing, and service enhancements.
• Background in a customer-facing role within a managed service environment.
• Proven experience in Service Delivery or Customer Success with enterprise clients.
• Solid understanding of infrastructure (Windows, M365, VMware, networking, data centres, firewalls) and its integration with backup/DR solutions.
• Experience leading technical QBRs and service reviews for enterprise customers.
• Proficient in creating detailed reports and assessing SLAs and performance metrics.
• Valid UK driving license.

To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Katie Dark on [email protected]

If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).

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Backup Service Delivery Manager

Remote (quarterly travel)

£65,000 - £70,000